Why do CM's just make stuff up?

[marypoppins81]

I called Walt Disney Travel Company UK to pay our balance today and had a few questions around tickets, dining and FP+. I was told:

Resort online check-in is NOT available for UK guests

Flight inclusive packages can select FP+ 90 days out

They are changing it so we only get 1 FP+ per day per park

Disney magical express will not allow me to keep my bags with me. I waited so long last time that I said never again would I want the "convenience" of dropping my bags at the desk and having them delivered at 3am. She said this is my only option and I cannot keep my bags.

Are any of these points actually correct?

I seem to call 3 CM's and get 3 answers so start to question the training Disney provides staff who answer the phones and wonder how often they have team meetings to discuss changes - especially with all the changes going on right now. If they don't know I would rather they just said than make it up.

 

[wilma-bride]

They are NOT CMs and most of them have probably never even been to Disney World. That is probably why they are so misinformed.

In answer to your questions:

Resort online check-in IS available to UK guests.

Flight-inclusive packages can NOT select FP+ 90 days out. Selecting FP+ can only be done 60 days out and only if staying onsite (flights included or not has nothing to do with it). And the 1 FP+ per day per park is incorrect. Currently 3 FP+ per day (and can only be used in one park, not spit over multiple parks).

You absolutely CAN keep your bags with you when using Disney's Magical Express.

 

[marypoppins81]

Thanks Wilma. Where do we check in online?

Counting down to 14th May!

 

[wilma-bride]

Thanks Wilma. Where do we check in online?

Counting down to 14th May!

You can do it on MDE, either using the app or on the website.

 

[DLPDreams]

Like Wilma says, that person has probably never even been. It's like they are not allowed to say they don't know - so they just make it up . I've had similar issues when I used to book trips to DLRP with the booking staff there too - told me some utter howlers!

An online TA told me two things 'categorically' yesterday. In fact, one was factually incorrect (way out) and the other she couldn't possibly know about yet. Yep, let's make it up as we don't know!

Thank heavens for this board and others like it - at least not everyone travelling to WDW/Orlando is totally in the dark!

Disclaimer - not staying all agents are the same btw - some who are Orlando specialists are actually very good and really helpful - and a lot of them have actually been, several times, so do know what they are talking about

 

[Elise79]

Some of the CMs are based in the UK while others are based in the US.

The US based ones have generally better training and know what they are talking about however there are always exceptions

 

[queendisney]

I must agree with OP about training.

If they are representing WDW resort they really should know or admit they don't and find out.

When I spoke to them last year I def got an American lady and luckily she knew her stuff.

The company should do a bit of mystery shopping on them and feed what they find back, good or bad.

 

[Julia Ann]

Disney magical express will not allow me to keep my bags with me. I waited so long last time that I said never again would I want the "convenience" of dropping my bags at the desk and having them delivered at 3am. She said this is my only option and I cannot keep my bags.

So we will be using the DME for the first time in october this year. What's the low down about the bags then? Will they ask me if I want them delivered to room then? ....and by your post i should say "no thanks"

 

[wilma-bride]

So we will be using the DME for the first time in october this year. What's the low down about the bags then? Will they ask me if I want them delivered to room then? ....and by your post i should say "no thanks"

If I understand correctly, you can choose to collect your bags yourself, from the carousels, or you can opt to have them picked up and delivered to your room. Trouble is, it can often take a few hours for them to actually reach you as they are delivered to bell services at the resort and then they deliver them later. People usually opt to collect and take their bags with them on the DME coach.

 

[Elise79]

If I understand correctly, you can choose to collect your bags yourself, from the carousels, or you can opt to have them picked up and delivered to your room. Trouble is, it can often take a few hours for them to actually reach you as they are delivered to bell services at the resort and then they deliver them later. People usually opt to collect and take their bags with them on the DME coach.

To add what Joh has said they quote their delivery times from resort check in - not ME check in. Its an average of 4 hours from resort check in.

When we use ME I always take our bags with us